Client Support Associate

Opportunity Overview:

We are seeking a Client Support Associate - L1 to join our CX Department. In this role, you will provide front line assistance to clients by troubleshooting issues, answering inquiries and ensuring each interaction is resolved efficiently . You'll partner closely with technical and business teams and clients to support overall operational experience. This is an opportunity to gain end-to-end exposure across product, engineering, and business operations.

What you'll do:

• Bug Investigation, triage and resolution:
• • Promptly and thoroughly investigate product bugs using all available resources, within assigned timeframes
• Diagnose and troubleshoot technical issues reported by clients, looking to gather comprehensive information to share with other stakeholders
• Determine which bugs you are able to resolve and promptly resolve these
• Document findings and follow processes for clear process flows
• Partner with product and technical teams for rapid resolution of "mission critical" bugs, corralling key stakeholders and providing timely updates as needed
• Prioritization:
• • Work with stakeholders to understand the impact of bugs to users and the larger business
• Use judgment to assess relative priorities of various issues
• Document and communicate priorities clearly according to protocol
• Communication and cross-functional collaboration:
• • Provide timely and clear updates to all involved stakeholders
• Partner with stakeholders with empathy to understand their needs
• "Translate" stakeholders' needs and asks into actionable directives for technical teams
• Document and communicate clearly about known issues and workarounds
• Trend monitoring and process improvement:
• Monitor bugs for trends and larger improvement opportunities
• Proactively partner to improve our bug management process

What you'll need:

• Bachelor's degree in Computer Science, Information Technology, Healthcare Informatics, or a related field (preferred)
• Proven experience in providing technical support for healthcare technology products or software applications.
• Strong analytical and problem-solving skills with the ability to diagnose and resolve complex technical issues effectively.
• Excellent communication skills, both written and verbal, with the ability to communicate technical concepts to non-technical stakeholders.
• Customer-centric approach with a passion for delivering exceptional customer service and building long-term relationships.
• Ability to thrive in a fast-paced environment, prioritize tasks, and manage multiple support cases simultaneously.
• Familiarity with ticketing and support systems for incident tracking and reporting (e.g., JIRA, Zendesk).

Pay & Perks:

Fully remote opportunity with about 0% travel

Medical, dental, vision, life, disability insurance, and Employee Assistance Program

401K retirement plan with company match; flexible spending and health savings